WELCOME CALLS

Goal: Each property must establish specific procedures for welcome calls to arriving guests

SCOPE:

Within ten minutes of Check-in, it is the responsibility of the Front Desk Associates/PBX operators to call the guests and assure that everything in the room is working and satisfactory, and offer any assistance as needed.

PROCEDURE:

Each property should develop a procedure to ensure that the front desk clerks are informing the PBX operators of guest names and room numbers upon arrival.

The PBX operators will maintain a log of all welcome calls (see below) with the guest name, room number, and any significant comments. NOTE: If the comments need action (i.e., request for hairdryer, foam pillows or the heater/AC needs to be checked), the request is immediately handled as a Second Effort (see SOP ).

At the completion of each shift, the welcome call sheet is attached to the PM checklist

WELCOME CALL SHEET

Date:___________________ Shift:___________________

GUEST NAME I ROOM NUMBER I COMMENTS